Internal EOI - IT Service Desk and Delivery Manager
Job No:
FLO3599
Location:
Sydney Olympic Park
Flourish Australia has an exciting new opportunity for an IT Service Desk and Delivery Manager to join our Support Hub team at Sydney Olympic Park!
The position available is:
- Full-time (76 hours/fortnight)
- Working Monday to Friday
- Based in Sydney Olympic Park with flexible working from home arrangements available
- Attractive salary plus 11.5% super and tax-free salary packaging
About the Opportunity
The IT Service Desk and Delivery Manager is a pivotal role responsible for leading a team of IT professionals in delivering exceptional support services. Reporting directly to the General Manager, Digital and Technology, this position ensures the seamless operation of IT services across the organisation, including managing service desk operations, hardware and software support, IT component of onboarding and off-boarding staff, and coordinating IT tasks to office relocations and site connectivity.
This role is essential in aligning IT services with the organisation's strategic goals. The IT Service Desk and Delivery Manager will manage the full spectrum of IT support, from initial engagement to issue resolution, while developing and implementing service policies, procedures, and standards. In this role, you will work closely with the IT Service Desk Delivery team, internal stakeholders, and third-party service providers to resolve complex issues, implement changes, and support the organisation's evolving business needs through secure, scalable IT solutions.
This role will lead efforts to optimise ITIL-based systems and processes, implement a comprehensive service catalogue, and foster a culture of continuous improvement within the team.
Key responsibilities include:
- Provide expert technical advice and supervision to Service Desk Officers, assisting in the resolution of technical problems and ensuring appropriate standards are maintained.
- Serve as a role model by delivering outstanding customer service and effectively troubleshooting issues raised in service tickets.
- Monitor and manage service desk tickets and call queues in line with agreed Service Level Agreements (SLAs) and organisational needs.
- Develop and prepare regular reporting on service desk SLAs, isolating problem trends and ensuring troubleshooting efforts continue until permanent solutions are found.
- Devise strategies for team improvement, engage in performance management, and motivate team members.
- Provide phone and remote support to users, resolving routine problems and liaising with external vendors as needed.
- Lead day-to-day IT operations, serve as the single point of contact for major IT incidents, manage IT change reviews and approvals, and oversee disaster recovery and business continuity planning.
For more information on the IT Service Desk and Delivery Manager role including full list of key tasks and responsibilities, please review the Position Description.
Selection Criteria
Essential:
- At relevant degree in Information Technology is required.
- At least 3 years experience in an IT Service Delivery Manager role.
- Certification in ITIL or project management.
- Proven experience leading IT Operations, customer-oriented IT Service Delivery, and Support for critical technology platforms, particularly in Cloud and End User Compute environments.
- Proven track record of managing outsources service capabilities and leading high-performing teams focused on customer service.
- Demonstrated experience in implementing IT Service Management (ITSM) processes, tools, and Service Level Agreements (SLAs).
- Expertise in change management, incident management, successful project delivery, and continuous improvement processes.
- Demonstrated experience with conflict recognition and resolution skills, with excellent coordination and negotiation abilities.
- Proven experience in vendor management with strong organisational, negotiation, and interpersonal skills.
Desirable:
- A carer role or lived experience of a mental health issue.
- Current Australian Driver’s Licence.
For further information, Dinoy Jose, General Manager, Digital & Technology, E: Dinoy.Jose@flourishaustralia.org.au (please do not email applications).
How to Apply
To apply for this position, please complete the questions asked. You will then be required to attach a copy of your resume on the following page. We encourage you to have your resume up-to-date and available before you commence your application.
Please note that we may speak with your current Manager regarding your application. Please also ensure that the People and Culture team have all relevant certificates and training attendance recorded on your P&C file as this may be referenced as part of the selection process.